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We are looking for

Senior Support Analyst

Apply REF: GLO002819

Job Title:

Sr Support Analyst






Infinity Mumbai

Business Line / Function:


Reports to:



(if applicable)


Number of Direct Reports:

Directorship / Registration:


Position Purpose

The role is within GM IT ESolutions eCommerce Application Production group responsible globally for technical support and project deliveries.

The Production Engineer will be part of a multi-disciplined, providing support to the production elements of the e-Commerce applications. The role is centred on application support, and requires a wide range of technical skills.


Direct Responsibilities

• Pro-actively monitor, manage and improve availability and performance of the production environments

(from presentation and application layers to middleware and databases)

• Provide main coverage in the “Follow The Sun” support model: perform regular checks and handover to other support teams in Singapore and New York.

• Pro-actively manage the capacity of production applications

• Plan and implement application releases, load tests and configuration changes

• Customize production tools (monitoring, batch scheduling, backups etc.)

• Provide feedback and propose solutions to management on performance, capacity

•The Production Engineer will also work with other teams to respond to incidents and resolve issues promptly, often under pressure, to restore normal services to the business. Therefore, ability to be on call and provide support out of hours is essential in addition to the early/late shifts.

•As this is a production support role, focusing across a range of different technologies, candidates must possess the aptitude and desire to learn.


Technical & Behavioral Competencies

Production experience across the following:

• System administration – Strong experience on Windows and IIS

• Application servers / middleware – Strong knowledge in configuring and supporting the following on IIS.

• Networks – good understanding of network principles and practical knowledge of load balancing technologies, as F5 Big-IP is essential

• Monitoring – Good and practical experience of some of the following preferable: Geneos, SiteScope, Introscope

• Test tools – practical experience of LoadRunner or Jmeter is desirable

• Knowledge of Capital Markets business and environments is essential Desirable IT Skills

• System administration – Exposure to windows servers is added advantage.

• Languages – exposure to JAVA and .Net applications is a plus

• Databases – exposure to or skills in SQL Server and Oracle

• Schedulers – exposure to or skills in Autosys

• Understanding of application lifecycle

Specific Qualifications (if required)

Engineering graduate or equivalent


Skills Referential

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Attention to detail / rigor

Creativity & Innovation / Problem solving

Communication skills - oral & written

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

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Education Level:

Bachelor Degree or equivalent

Experience Level

At least 3 years

Other/Specific Qualifications (if required)

Primary Location: IN-MH-MumbaiJob Type: Standard / PermanentJob: INFORMATION TECHNOLOGYEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 3 yearsSchedule: Full-time Behavioural competency: Ability to share / pass on knowledgeTransversal competency: Ability to develop and adapt a process